Note: This is a part of the Freddy Copilot add-on. Learn more
When agents receive tickets from globally distributed teams in unfamiliar languages, they struggle to provide effective support. This language barrier disrupts communication, delays issue resolution, and negatively impacts overall employee satisfaction for international teams.
Introducing Freddy Translate, a feature specifically designed to optimize ticket handling for globally distributed teams. Freddy Translate instantly translates incoming tickets into the agent's preferred language, enabling agents to deliver prompt and effective support regardless of language complexity. By simplifying cross-regional communication, reducing response times, and improving employee satisfaction, Freddy Translate transforms the support experience for global teams.
Where can you find it?
Navigate to Admin > Freddy AI
Enable the toggle for Translator
How to use?
When an incoming ticket is in a language (or) in languages different from the logged in agent’s preference service desk language preference, you will see a Translate option on the top of the ticket. Clicking on this will translate the entire ticket for you.
You can also translate parts of the ticket thread using the Translate options available in each ticket response.
If you want to flip the ticket or parts of the ticket thread back to the original version, you can click on Show original.
Note:
- We support the detection and translation of tickets only for service desk languages supported.
- We do not support translations for attachments.
- The maximum number of characters in a content block (descriptions, responses) to be translated should be less than 50K.
